Telnyx VoIP Quick Start

This guide will help you connect and configure Telnyx VoIP as a voice Channel on respond.io. With Telnyx VoIP, you can make and receive traditional phone calls directly in the platform, enabling seamless voice conversations with customers.

Prerequisites

Before connecting Telnyx VoIP to respond.io, ensure the following:

1. A Valid Business Email

You’ll need a valid business email address to create your Telnyx sub-account. This email will be used to log in to the Telnyx portal and receive important updates.

2. Access to Payment Method

To activate your Telnyx account, you must set up a payment method and purchase a phone number from the Telnyx portal.

Telnyx Account Verification

To unlock the full functionality of your Telnyx sub-account—including purchasing numbers, setting up voice capabilities, and enabling international calling—you need to complete the Telnyx Account Verification process.

Identity Verification (eKYC)

Before purchasing numbers or submitting Level 2 requests, Telnyx requires users to complete identity verification (eKYC).

• You’ll receive an email to verify your identity after logging in to the Telnyx portal.

• To complete this, go to Account Settings > Verifications and click Start Identity Verification.

• You will also receive an email notification to complete the KYC process in the Mission Control Portal.

⚠️ If you haven’t verified your identity, you will not be able to purchase numbers or proceed with Level 2 verification.

Level 1 Verification

Most users are automatically Level 1 verified after confirming their email. This allows you to:

• Purchase local numbers in your country (after completing eKYC)

• Set up voice capabilities (US & Canada only)

Navigate to Account Settings > Verifications in your Telnyx portal to check your verification status.

Level 2 Verification

To enable additional features such as international calling, apply for Level 2 Verification. Requirements include:

• Your account must already be Level 1 verified

• A payment method added to your account

• The following company information:

  • Company name

  • Contact phone number

  • Full business address (including street, city, state, postal code, and country)

Once submitted, Telnyx may contact you via email to confirm use case details. Approval may take up to 48 hours. If your request is denied, reach out to support@telnyx.com for assistance.

⚠️ Only organization owners can access the verification section. Sub-members will not be able to submit verification requests.

⚠️ Important: After your account is approved for Level 2 Verification, you still need to manually configure your Outbound Voice Profile (OVP) in the Telnyx portal to whitelist the countries you want to call. If this step is skipped, you may encounter the error: 403 Dialed Number is not included in whitelisted countries D13

To configure your OVP:

1. Log in to the Telnyx portal

2. Go to Voice > Outbound Voice Profiles

3. Select or create a profile

4. Under Allowed Destinations, add the countries you want to call

5. Save your changes

You must assign this profile to your number to enable international calling.

Connecting Telnyx VoIP to respond.io

Personal Telnyx accounts are not supported. The integration works via sub-accounts managed under respond.io.

Follow these steps to connect your Telnyx VoIP channel:

1. Go to Settings > Channels.

2. Click Add Channel and select Telnyx VoIP.

3. Click Connect and enter your business email address.

4. Telnyx Sub-Account Creation:

   • A Telnyx sub-account is automatically created for you.

   • You’ll receive a password reset email from Telnyx.

5. Log in to the Telnyx portal and complete the following:

   • Verify your identity

   • Add a payment method

   • Purchase a phone number (local or international — international numbers may require submission of additional documents. See Telnyx documentation for details.)

6. Return to respond.io, select your purchased number, and confirm the connection.

✅ Once connected, you can start making and receiving calls using your Telnyx number in the respond.io Inbox.

Channel Configuration

After connecting your Telnyx VoIP Channel, you can manage settings by going to Settings > Channels > Telnyx > Manage.

Channel name

Customize the name for internal reference.

Number status

Only Active numbers can be used for calling. Inactive numbers will trigger an error when used.

Additional resources

Use the Go to Telnyx button to:

• Purchase additional phone numbers

• Manage account settings

• Top up your balance

Testing

To ensure your Telnyx VoIP setup is working correctly:

• Make an outbound call to a contact from the respond.io Inbox.

• Use a separate device to call your Telnyx number and test inbound call handling.

• Check call logs in the Inbox to confirm status, duration, and agent handling.